Guest Engagement Associate; Swing

Position Overview

The Guest Engagement Associate (Swing Shift) will assist with program support and meet client needs at a low‑threshold non‑congregate housing site. The role requires problem‑solving, empathy, and verbal de‑escalation skills to maintain a safe and secure environment for guests. Responsibilities include providing general support and customer service for interim housing guests, coordinating check‑in, conducting property checks, resolving conflicts, communicating policies to internal and external constituents, coordinating meetings, and referring donations to partner agencies.

This position is in‑person, onsite at a low‑threshold interim housing site. The role is scheduled for the full‑time swing shift: 3:00 pm–11:30 pm, Tuesday–Saturday.

• Coordinate and verify on‑site scheduled meals, supportive services, events, and volunteers; prepare and serve meals when volunteer providers are unavailable.
• Effectively communicate meal and service schedules to facility guests and assist leadership in announcements.
• Replenish and organize supplies, perform light cleaning.
• Perform crisis intervention and de‑escalation as needed.
• Cultivate and maintain productive, professional relationships with clients, coworkers, volunteers, third‑party vendors, and other stakeholders.
• Greet, engage, and assist same‑day meal and service providers during shifts, including setup and cleanup tasks such as wiping down tables.
• Receive, organize, and distribute donations.
• Facilitate the generation of donation receipts and meet data recording requirements.
• Organize and maintain inventory of City Net’s storage; report needed supplies or donations to assigned staff.
• Make copies of and replenish all City Net forms.
• Distribute meal packs to residents when providers run out of food or when a group cancels.
• Check and reply to shelter emails professionally and in a timely manner.

• Excellent professional boundaries.
• High level of empathy and understanding for people experiencing homelessness with multiple urgent case‑management, substance use, health, and/or mental health concerns.
• High levels of responsibility, dependability, and positive attitude.
• Respectful and effective verbal and written communication skills.
• Strong interpersonal, planning, and organization skills.
• Experience cultivating and maintaining productive professional relationships with various stakeholders.
• Understanding of marginalized communities and the conditions contributing to their marginalization, including homelessness.
• Ability to work well with people from diverse backgrounds.
• Ability to perform crisis intervention and conflict de‑escalation as needed.
• Must be eligible to drive a company vehicle for client transport; drivers must be at least 21 years old, hold a valid CA driver’s license, and pass a motor‑vehicle check.

• Continuously communicate with staff, clients, community partners, and other stakeholders.
• Move throughout the shelter or office; navigate potential hazards.
• Ascend/descend stairs to access clients.
• Communicate effectively with clients who are seated or lying down.
• Move furniture, equipment, and materials up to 15 lb; occasionally up to 30 lb.
• Remain stationary at least one‑third of the time.
• Move quickly in emergencies (e.g., to avoid falls or to administer naloxone).
• Perform under stress and/or in emergencies.

City Net is a 501(c)(3) non‑profit organization providing solutions to complex social problems, including ending homelessness in Orange County. Its direct services include street outreach, case management, shelter operations, collaborative meetings, resource mobilization, and community organizing. Programs follow Housing First and Harm Reduction models.

• Health insurance (Anthem HMO and PPO options; City Net pays 100% of the employee premium for the baseline plan).
• Paid time off.
• Retirement plan (401(k) with employer matching).
• Vision insurance.
• Life insurance (Employer‑paid group term life and voluntary life).
• Referral program.
• Parental leave.
• Employee assistance program.
• Wellness reimbursement program.
• Company vehicles, iPhones, laptops, and tablets.
• Career pathing, raises, recognition, and rewards.

We promote a culture of diversity, equity, inclusion, and belonging, embracing contributions from all team members. We do not consider your name or the names of your undergraduate and graduate schools in the hiring process; selection is based on performance assessments.